Everglow Community Care Links Inc. (ECCLI)
Policy
COMPLIMENTS AND CONSULTATION
1.0
Purpose
1.1
The purpose of this policy is to:
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Recognise and protect client’s and carer rights, including the right to comment and have the
freedom to do so without fear of reprisal;
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Facilitate and support this right respectfully and with confidentiality;
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Provide opportunities to comment and contribute to service improvement;
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Include client and carer feedback and ideas in the development of programs and services;
and
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Ensure continual improvement to the quality of services, programs, policies and procedures.
2.0
Principles
2.1
This policy reflects:
2.2
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the Human Services Quality Standards (Queensland);
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the Charter of Care Recipients’ Rights and Responsibilities; and
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applicable State and Federal law, including consumer rights law, privacy laws and Human
Rights laws.
In particular, this policy is based on the following principles:
-
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Empowerment – people are encouraged to exercise responsibility for their choices and
control over the factors and decisions that shape their lives; assumptions, structures and
ways of doing things are open to challenge and therefore change.
Positive change – action, not just words or processes, create change.
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Participation – people are encouraged to contribute ideas, advice, solutions and analysis to
create positive individual and community outcomes.
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Co-operation – by making recommendations on possible solutions or engaging in quality
assessments or other activities which may be identified, new and or improves services,
programs and outcomes can be achieved.
3.0
Application of this policy
3.1
This policy does not apply to feedback by or consultation with employees.
4.0
Right to be consulted, provide compliments and accessibility
4.1
We are committed to delivering responsive, high quality, person centred services and therefore
welcome frank, respectful and open feedback regarding services, decisions and procedures.
4.2
Consultation is a fundamental element of our model of service and we will actively seek out and
encourage clients, carers and family members to contribute ideas, advice, solutions and analysis
to create positive individual and community outcomes.
4.3
All care recipients and/or their family members and representatives have a right to provide
compliments and comments about our services, procedures or decisions, and contribute to the
creation or improvement of services, programs or procedures. As such they are informed on
admission about the means of providing compliments and our consultation policy.
P 0180 – Compliments and Consultation
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2 February 2016
Everglow Community Care Links Inc. (ECCLI)
Policy
PROCEDURE – COMPLIMENTS/COMMENTS
5.0
Providing Compliments
5.1
Feedback can be given:
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face-to-face
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by phone - (07) 4725 1822
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fax - (07) 4725 1046
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mail - PO Box 949, Aitkenvale, QLD 4814
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email - [email protected]
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online - www.eccli.org.au
5.2
Everglow will assist clients, carers or members of the public in providing compliments.
5.3
There is a standard F 0180 Compliment Form, however compliments need not be made on this
form.
6.0
How Compliments will be used
6.1
Compliments will be treated confidentially and in line with our P 0930 Privacy Policy.
6.2
Compliments provided by clients, carers and family members will be provided to relevant staff and
used to inform improvements or enhancements and acknowledge staff performance. The F 0180
Compliment Form will be filed in a secure e-folder for all compliments.
6.3
Each compliment provided will be recorded on the F 0181 Compliment/Consultation Tracker, by
the staff member receiving the feedback. The tracker will be kept in the e-file for compliments and
provided to the Chief Executive Officer (CEO) and Regional Services Manager monthly to identify
and implement new or improved services or acknowledge staff performance.
6.4
If requested, we will provide clients, carers or family members with information on how the
information in the compliment was used.
PROCEDURE – CONSULTATION
7.0
Consultation with stakeholders
7.1
Our client’s, carers and family members are an essential part the Everglow community. We will
regularly consult with clients, carers and family members, via surveys, phone calls, group meetings,
or interviews to encourage the exchange of ideas, advice, solutions and analysis to improve
services, programs and procedures.
7.2
The purpose of the consultation (for example – to gauge interest in a new activity, or develop a
new program) will be made clear at the beginning of the exchange. Prior to any consultation, staff
members must receive approval from the Regional Services Manager or the CEO to conduct the
consultation.
7.3
All information will be treated confidentially and in line with our privacy policy.
7.4
Each consultation or the outcomes of a group session will be recorded by the staff member
conducting the consultation in the F 0181 Compliment/Consultation Tracker, and filed in an e-file
for all Compliments, labelled with the purpose of the consultation (e.g. Wellness Program). A report
on the consultation (how it was conducted, a summary of information, outcomes and proposed
P 0180 – Compliments and Consultation
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2 February 2016
Everglow Community Care Links Inc. (ECCLI)
Policy
resulting actions) will be prepared by the staff member conducting the consultation and provided
to the Regional Services Manager and the CEO.
7.5
If requested, we will provide clients, carers or family members with information on how the
information in the compliment was used.
RELATED FORMS
F 0180 Compliment Form .......................................................................................................................2
F 0181 Compliment/Consultation Tracker ..............................................................................................2
P 0930 Privacy Policy ............................................................................................................................2
P 0180 – Compliments and Consultation
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2 February 2016